Senior Customer Service Specialist

{"description": "We're looking for a Senior Specialist to play a key role in supporting Dispute Operations and Compliance Investigations within the Customer Solutions & Assurance team. This role goes beyond day-to-day processing, with a strong focus on quality, risk mitigation, coaching, and continuous improvement across both CBA and Bankwest.

You'll be a trusted specialist, providing guidance to team members, identifying root causes of issues, and helping to uplift capability, consistency, and compliance across the function.

The team manages a broad range of responsibilities, including Daily Controls, Quality Assurance, and end-to-end processing across Disputes and Compliance Investigations, completing a high volume of Information Requests and Garnishee Orders each day.

During peak periods, you'll be expected to step away from standard daily tasks to support the wider business, assisting Dispute Operations teams across both Bankwest and CBA.

Sydney based only.

Key Responsibilities

• Act as a subject matter expert for Dispute Operations and Compliance Investigations
• Support the team with complex or high-risk cases, including escalations and deep-dive investigations
• Identify process gaps and proactively raise risks with leadership
• Comfortable providing constructive feedback to team members across Dispute Operations
• Contribute to Quality Assurance activities and reviews
• Provide daily support for Compliance Investigation tasks
• Complete and oversee daily controls across Dispute Operations and Compliance Investigations
• Contribute to incident identification, management, and remediation
• Conduct DAISY case assessments for customer disputes
• Manage complaints within FirstPoint
• Respond to internal and external stakeholders in a timely and professional manner

What We're Looking For

• Experience in operational environments
• Demonstrated ability to provide feedback, influence, and support peers
• High attention to detail, with the confidence to challenge assumptions and established practices
• Ability to work calmly, decisively, and effectively under pressure
• Strong written and verbal communication skills
• Able to identify process or system improvements
• Ability to grasp new concepts quickly and adapt to changing priorities
• Ability to work autonomously, driving personal development and performance

Even if you don't tick every box, we encourage you to apply. We're looking for someone who is motivated, keen to learn, and ready to grow across multiple areas, with the support of a strong and experienced team.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 25/04/2026", "salary_raw": "Row(double=None, string=None)"}